IT Service Management

Job Description

• Provide 1st level of technical support & Incident management as Ticket creation, update, escalate and close incidents.
• Proactive and reactive monitoring of the infrastructure devices / services and alert on performance trends that may adversely affect the service.
• Diagnose issues and take preventative steps to clear issues.
• Analyze events generated by systems, review/filter the alerts and determine/classify them for relevancy and urgency.
• Perform troubleshooting and incident response on the systems.
• Creates new trouble tickets for alerts that signal an incident and require Tier 2 / Incident Response review.
• Trigger Major Incident procedure when needed.
• Communicate with field engineers and third-party vendors responsible for resolution.
• Create define and update custom ticketing reports and ticket categories.
• Update custom ticket priority or status.

Technical Skills and Qualifications:

• 3+ years of total experience in related role.
• Hands on experience with ITSM BMC Remedy.
• Good Knowledge of Incident Management Process and Lifecycle.
• Good Knowledge of SLA/KPIs.
• Relevant IT certifications (or equivalent training/experience).
• Understanding ITIL/ITSM guideline.
• Understanding of IT Infrastructure & Virtualization concepts.

(Location ACUD on 24X7 shift bases New Administrative Capital)